Caribe Hilton

My friend and I stayed in the Wave Wing on the 16th floor of the Caribe Hilton. Room was a little dated, but met most needs. We just wished microwaves were in the room, instead of downstairs across from the ice cream shop. Pools were nice, the hot tubs were lukewarm. Beach area was great, but a large area has rocks going in. There are small waves at times that get beyond the breakwater. Staff were great, did eat at Mortons and Rustica.....both were great. Checkin around 5pm was only 1 person ahead of us in line. It seemed earlier and later checking in times were busier.

Hilton diamond members. We waited for our upgrade. Big mistake … we waited 2 hrs did not get into a room until 530 we should have just taken first available anyway since we didn’t have a room number we couldn’t charge food / drink to the room which is the only way I get my 200 refunded for have the Hilton honors Amex card. We get to the jr suite and wow - every piece of furniture is scuffed and missing wood and the walls are dirty. Hot water lol not … it also smells like pot not sure if coming off the balcony or next door but dang what a day. To think the easy part was flying from Des Moines to Atlanta then to San Juan.

Dirty underwear and unflushed toilet in my room upon arrival. Extremely understaffed front desk with average wait times of about 30 minutes. The hotel allowed a conference to take place in the hotel lobby making the lobby unusable for any hotel guests. Extremely outdated and not well kept. Bad experience, would not recommend.

Upon arrival to the Caribe Hilton hotel, we checked in and were sent to our rooms. The rooms were nice, a little outdated but they were still great. The balcony is a nice touch and since my sister is the one who booked the stay, being a Hilton Honors member, we got ocean view rooms. The view was beautiful, we could see the whole beach from our room so that was a plus. The pool was too cold for us to enjoy, however, so the hot tubs were used a lot by us, that was until both hot tubs suddenly stopped being hot. We informed the front desk twice that the hot tubs were not even warm anymore and also called into the pool area maintenance, and informed the staff at the towel hut about the issue and it still was not fixed by the end of our stay. This was incredibly disappointing as we really enjoyed this amenity when it was working, but no longer could for the rest of our stay. San Juan was also having a water shortage issue during our stay which caused us to completely lose water access in our hotel room for hours (could not flush the toilet, shower or anything of that nature). This was incredibly inconvenient and guests should have either received money off of their stay or a complimentary breakfast or a bonus of some kind- none of which happened. Once the water turned back on, our shower was cold, our whole room had zero warm/hot water. I only showered twice in the duration of our 5 day stay due to either no water or discomfort as the water was so cold. Not something you want to deal with when you're paying the full price to stay at this resort. The restaurant options at the resort were a plus and the bar was nice too. I understand that the water supply issue was not an issue specifically with this resort, however, we felt it could have been handled more fairly with some form of compensation due to the major inconvenience it caused for all the guests. Overall, if the water and hot tub issues were not present and the matter at hand was handled more appropriately, our stay would have been more positive here at the Caribe Hilton Hotel.

The parking garage is terrible they’re rude it’s extremely inconvenient and anytime you lose a ticket they charge you and make you feel bad about it